Vacancy Details


Job Ref:

Job Title:


£18,000 - £22,000

40hours PW

Close Date for applications:
Close date not set

Main Responsibilities:


Role Title:



Middlesbrough however travel to Sunderland is essential

Reporting Relationships:

Direct reporting line to the onsite Service Excellence - Assistant Contact Centre Manager

Job Purpose:

  • Deliver client based training to both new and existing employees with the purpose of ensuring excellent performance for the Company/Client
  • Be responsible for the delivery and reporting of company policy training (i.e. security awareness)
  • Maintain training records on all company training delivered
  • Take part in client TTT programs whilst maintaining and updating the training material provided
  • Produce a high standard of performance with the teams trained into Grad Bay and beyond according to key performance indicators
  • Manage and report on all new update training provided by the client, including briefs and face to face sessions
  • Identify training needs within the business and design modules aimed at addressing these needs
  • Evaluate the training delivered, and both report on and analyze the data to ensure a high level of company performance
  • Take part in specific projects aligned to operational requirements
  • Manage trainees in line with company policies and procedures (i.e. attendance, timekeeping, performance mgmt. etc.)
  • Maintain the training rooms and equipment within the rooms in accordance with company policy


Qualifications, experience & skills:

Experience & skills:

  • Chartered Institute of Training Professionals (CITP) desirable but not essential

  • Minimum of 12 months previous experience within a training role

  • Call centre training experience preferred

  • Experience of training/coaching technical support roles

  • Able to write and develop training courses using Powerpoint, Word etc.

  • Knowledge of MS Excel for reporting and analytics

  • Personal Qualities:

  • To be successful in the Senior Trainer role we are looking for people with the following knowledge, abilities and skills during the recruitment process:

    Thinking and Problem Solving - "The ability to use knowledge, data and facts to effectively solve problems"

    Communicating Effectively - "The ability to send and receive messages in a manner that is clear and understandable"

    Embracing Change - "The ability to make changes, adapt to changing circumstances and accept new ideas and approaches"

    Teamwork and Relationships - "The ability to work co-operatively with others, and work as part of a team to achieve a common goal"

    Passion for achieving results - "The ability to meet targets in an enthusiastic manner, and have the desire to meet and exceed objectives"

    Quality Focus - "The ability to demonstrate the drive to ensure quality standards are not compromised in the working environment"

    Technical Skills - "The ability to use advanced technical skills to ensure a quality service delivery"

    Developing Others - "The ability to get the best out of others through encouragement, training, coaching and imparting the correct knowledge, skills & behaviours to ensure success"

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